Customer Service Manager
3 days ago
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.
About our Company:
We're a global, multi-cultural company that's all about entertainment. As such, we've evolved into a focused, dynamic community that thrives on all things sporty, providing services to an internationally renowned sports betting brand that has a huge presence in the Premier League and other top tier leagues around the world.
Our expertise lies in marketing, customer service and technology. We deliver product digitally (online and mobile) and we market through-the-line (TV, print, outdoors, digital etc). We are looking for sports enthusiasts who are also especially fanatical about soccer – if that's you, we'd love to meet.
About our Role:
The Customer Service Manager typically reports to the Contact Centre Operations Manager. This role is responsible for the Customer Service Centre, ensuring a professional world-class service is delivered to the organization's customers and relevant stakeholders. During after-hour schedules, this role takes on full management responsibility for the entire call centre.
Key Responsibilities:
- Driving operational efficiency
- Recruitment and onboarding of customer service agents
- Ensure the team is sufficiently staffed according to inbound volume trends, fixture indexes, events and headcount forecasts
- Consistently review volume by hourly intervals, headcount requirements and player base growth
- Proactively compile and present a business case for additional headcount where required
- Ensure additional staffing is secured where demand increases
- Formulate and maintain a best practice IVR strategy
- Critically analyse QA, CSAT, FCR and NPS data
- Continuously review interactions to identify service failures and process gaps
- Formulate a QA Framework and service charter specific to the channel
- Manage achievement of handling rate and service level targets
- Ensure regular staff engagement sessions are held
- Real-Time monitoring of the channel volumes
- Compile shift reports on the Channel's performance
- Identify opportunities for reporting automation
Skills and expertise required:
- Minimum of 5 years' customer service experience within a large volume call centre
- Sound understanding of Contact Centre Metrics
- Proven track record of making measurable impact in the Contact Centre
- High level of strategic thinking
- Ability to maintain high-level professional communication skills
- Strong attention to detail
- Strong leadership and ability to influence others
- Customer Centric
- Must be willing to work shifts
- Essential – must have own (reliable) transport
- Must be flexible on overtime
*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
*Shortlisted candidates may need to complete an assessment.
This position requires trust and honesty and will involve a credit and criminal record check. By applying for this role, you grant us permission to conduct these checks.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
The perfect place to work, play and grow
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